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1. The Multidisciplinary Challenge of Patient Access
- 1. The Multidisciplinary Challenge of Patient Access August 17, 2017
- 2. ©2017 Advisory Board • All Rights Reserved • advisory.com 2 A Warm Welcome Agenda for Today Evolving Approaches to Challenges beyond Supply and Demand Exploring Next-Generation Access Strategies Key Ingredients for Improving Patient Access to Care Embracing the Table Stakes for Improvement 8:15 a.m. – 11:45 a.m. 12:15 p.m. – 3:00 p.m. 3:15 p.m. – 3:45 p.m. Optional Post-Summit Breakout Decisions By Analytics, Part II Continue the dialogue around analytics with a preview of a new Advisory Board approach to track and measure patient access to care metrics. Feedback and reactions invited.
- 3. ©2017 Advisory Board • All Rights Reserved • advisory.com 3 The Next Era of Health Care Reform? No-Regrets Priorities Remain the Same • Multi-channel navigation platform, includingsearch, price estimation, and triage/scheduling helps streamlinetransactions • Development of diverse network of access points (e.g. urgent care, retail, enhanced access to specialty care, primary care) to meet varied consumer accessdemands Accessibility • Organization-wide commitment andinvestment in service delivery andquality improvement drives broad engagement in delivering superioroutcomes • High-reliability approachto both service delivery and clinical quality ensures baseline ofperformance Reliability • Willingness to partner with lower-cost providers offers patients affordable options, helps prevent markets from becomingoverbuilt • When markets are already overbuilt, commitment to scale back excesscapacity ensures affordability in the long-term Source: Health Care Advisory Board interviews andanalysis. Affordability In our 2017 Health Care CEO Survey, C-suite executives rated improving ambulatory access as their top issue
- 4. ©2017 Advisory Board • All Rights Reserved • advisory.com 4 Patient Access Is the Linchpin Inhibiting or Enhancing Performance in Both Worlds Patient Outcomes on the Line Maximize provider productivity Expand practice capacity Drive downstream referrals Increase patient panels Engage patients in care plan Manage network integrity z VOLUME VALUE Timely AccessLimited Access • Quality Outcomes • Managed Diseases • Preventive Care • Avoidable ED Visits • Preventable Admissions • Reactive Care
- 5. ©2017 Advisory Board • All Rights Reserved • advisory.com 5 Access Breakdowns From the Patient’s Perspective Patient Struggles to “Get In” to Clinic Office Has Bottlenecks Navigational Support Is Fragmented Arrival and Registration • Patient queues and waiting room overflow • Inefficient, incomplete registration Seeing the Provider • Exam room use and turnover bottlenecks • In-room delays and rushed visits Appointment Scheduling • Struggle to reach appropriate scheduler on phone • Provider unavailable within desired timeframe Finding the Office • Inconvenient clinic location, parking • Confusing signage and branding Referral Management • Unmanaged, untracked referrals • Disjointed follow-up scheduling communications “Where do I go next?”“What’s taking so long?”“Why is this so hard?”
- 6. ©2017 Advisory Board • All Rights Reserved • advisory.com 6 Introduction James Demopoulos MHA, MPH Sr. Vice President of Operations Lehigh Valley Physician Group About James: • 30+ years in group practice leadership with some of the largest health care systems in the northeast • Tenure includes NYU Medical Center, The North-Shore LIJ Health System, the State University of New York Health System, and the Greater Baltimore Medical Center • Experience in leading large group practices within complex health systems—including ACOs and PCHMs • He is currently leading the access and patient experience group practice initiatives at Lehigh Valley Physician Group About Lehigh Valley Physician Group: • 1,400 employed providers • 2.5 million annual visits • Top 30 US News and World Report Health System and Top 50 Healthgrades System • One of the few national partners of the Memorial Sloan-Kettering Cancer Center
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